Location: Honolulu, Hawaii
Reports To: IT Security Manager
Company: Lucayan Technology Solutions LLC
Employment Type: Full-Time, On-Site
Clearance: Secret Clearance
Job Summary
The IT Helpdesk II technician will provide advanced (Tier 2) technical support within a fast-paced, security-conscious environment. This position serves as an escalation point for complex issues from Level 1 Help Desk staff and is responsible for in-depth troubleshooting, network and server support, and enterprise application assistance. The IT Help Desk II also mentors Level I staff, assists with system upgrades, and works closely with the IT Security Manager to ensure system performance, security, and operational efficiency in accordance with cybersecurity protocols and compliance standards.
Key Responsibilities
- Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person.
- Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues.
- Coordinate with third-party vendors and service providers for specialized support and warranty services.
- Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns.
- Assist with configuration and management of network devices such as routers, switches, and firewalls.
- Monitor network performance and security, addressing issues proactively.
- Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation.
- Resolve complex login and access control issues, including advanced password resets and multi-factor authentication.
- Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization.
- Assist with software updates, patches, and upgrades to ensure security and compatibility.
- Provide technical support during organizational events, ensuring stable IT operations and connectivity.
- Assist with setup, configuration, and troubleshooting of specialized event-related IT equipment.
- Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations.
- Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users.
- Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance.
- Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems.
- Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction.
- Generate detailed reports and recommend process improvements and technology enhancements based on performance data.
- Collaborate with other IT teams to address cross-functional issues and improve service delivery.
Qualifications
Required:
- Education: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
- Experience: 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment.
- Clearance: U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance.
- Active Security Clearance or higher
- Certifications (DoD 8570 IAT Level II requirement): One of the following required within 6 months of hire:
- CompTIA Security+ CE
- CompTIA CySA+
- Cisco CCNA Security
- Equivalent IAT Level II certification
- Training Requirements (must be completed within 30 days of hire, then annually):
- DoD Cyber Awareness / IA Training
- DoD AT Level I (Anti-Terrorism Awareness)
- OPSEC Awareness Training (Level I)
- iWATCH Training
Preferred:
- Active DoD security clearance (Secret or higher).
- Experience with NIST SP 800-171, DFARS, or CMMC frameworks.
- Familiarity with enterprise-level software applications and IT ticketing systems.
- Prior experience supporting government or defense contracting environments.
Work Conditions
- Onsite work required at our Honolulu, Hawaii location.
- Standard duty hours: Monday – Friday, 0800–1600 HST, excluding federal holidays.
- Occasional after-hours or on-call support may be required for outages, upgrades, or security incidents.
- Physical ability to lift up to 25 lbs and assist with IT equipment setup and movement.
Apply today to join a high-performing, mission-driven team supporting national security through advanced IT and cybersecurity solutions!